72 Messages
Incorrect Parts Sent 7 Times and Counting
I sold my home and moved my SimpliSafe System to my new home. When I removed the Sensors and Magnets, the Adhesive Tapes were destroyed.
I ordered new Sensor Adhesive Tapes and Sensor Magnet Adhesive Tapes, I received all Sensor Adhesive Tapes, non for Magnets. I called SimpliSafe and explained what happened. I requested that the correct parts be sent to me overnight at SimpliSafe's expense. I asked to speak with a supervisor to verify that the correct parts will be sent, the agent took my name and phone number to have a supervisor call me. I never received that call.
I get the shipment and AGAIN I received Sensor Adhesive Tapes but no Sensor Magnet Adhesive Tapes. I placed another call to SimpliSafe and I asked to speak to a supervisor but was told they are not available to customers, only agents. When I was insistent that I wanted to speak to a supervisor I was placed on hold for about forty-five minutes and then told no and eventually the agent hung up on me. Who does business like this? I call back and get a different agent who told me that this issue has been happening to other people and I could just cut down the Sensor Adhesive Tapes to work with the Sensor Magnets. This is not something I feel I should have to do and because the Sensor Adhesive Tapes are thinner and not as sticky as the Sensor Magnet Adhesive Tapes, I'm not able to use the included mounting screws. The agent said since I do not want to modify the tapes I received, another order for the correct parts would be placed with overnight shipping to be covered by SimpliSafe. The agent said she would enter a specific note on the order saying that I received the incorrect tapes again and to be sure I now get the correct ones. She felt confident that I would now get the correct parts.
Today I get the third attempt and, you guessed it, wrong parts. AGAIN. I call SimpliSafe and explain what has been happening. I'm placed on hold for around fifteen to twenty minutes while the agent speaks with a supervisor, for whatever reason Customers are not allowed to speak to a supervisor. I'm told to solve this the supervisor suggested that a new order be placed to send both types of Adhesive Tapes. I explained that when I placed the initial order, it was for both tapes and the order was messed up. She then said she will also include the same note as the other agent used. I remind her that that did not work the last time. She said I could either do it this way or modify the tapes I was sent.
Received the forth and fifth attempts and of course both are wrong AGAIN. This company is a joke. How flipping difficult is it to fill a simple order for Sensor and Sensor Magnet Adhesive Tapes??? Too bad the CEO does not review these forums to see how his/her employees are handling issues the customers post.
I ordered new Sensor Adhesive Tapes and Sensor Magnet Adhesive Tapes, I received all Sensor Adhesive Tapes, non for Magnets. I called SimpliSafe and explained what happened. I requested that the correct parts be sent to me overnight at SimpliSafe's expense. I asked to speak with a supervisor to verify that the correct parts will be sent, the agent took my name and phone number to have a supervisor call me. I never received that call.
I get the shipment and AGAIN I received Sensor Adhesive Tapes but no Sensor Magnet Adhesive Tapes. I placed another call to SimpliSafe and I asked to speak to a supervisor but was told they are not available to customers, only agents. When I was insistent that I wanted to speak to a supervisor I was placed on hold for about forty-five minutes and then told no and eventually the agent hung up on me. Who does business like this? I call back and get a different agent who told me that this issue has been happening to other people and I could just cut down the Sensor Adhesive Tapes to work with the Sensor Magnets. This is not something I feel I should have to do and because the Sensor Adhesive Tapes are thinner and not as sticky as the Sensor Magnet Adhesive Tapes, I'm not able to use the included mounting screws. The agent said since I do not want to modify the tapes I received, another order for the correct parts would be placed with overnight shipping to be covered by SimpliSafe. The agent said she would enter a specific note on the order saying that I received the incorrect tapes again and to be sure I now get the correct ones. She felt confident that I would now get the correct parts.
Today I get the third attempt and, you guessed it, wrong parts. AGAIN. I call SimpliSafe and explain what has been happening. I'm placed on hold for around fifteen to twenty minutes while the agent speaks with a supervisor, for whatever reason Customers are not allowed to speak to a supervisor. I'm told to solve this the supervisor suggested that a new order be placed to send both types of Adhesive Tapes. I explained that when I placed the initial order, it was for both tapes and the order was messed up. She then said she will also include the same note as the other agent used. I remind her that that did not work the last time. She said I could either do it this way or modify the tapes I was sent.
Received the forth and fifth attempts and of course both are wrong AGAIN. This company is a joke. How flipping difficult is it to fill a simple order for Sensor and Sensor Magnet Adhesive Tapes??? Too bad the CEO does not review these forums to see how his/her employees are handling issues the customers post.
ronsec
182 Messages
4 years ago
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ronsec
182 Messages
4 years ago
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sevensiamesecats
2.2K Messages
4 years ago
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coltmaster1
2.8K Messages
4 years ago
And, well, they do it with other things too. Unfortunately, the reps can't always be blamed, because they are never made aware of what product goes with what version of the system, or what a SLIM-magnet really is, etc. That's an upper management problem.
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signalguys
72 Messages
4 years ago
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signalguys
72 Messages
4 years ago
ronsec - Getting closer to 10 attempts. Be ready to celebrate!!!!!
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signalguys
72 Messages
4 years ago
Of course I did not receive a call today from anyone at SimpliSafe.
Hello Chris,
Thank you for contacting SimpliSafe and sharing your concerns with us. My name is Hazel and I'm so sorry to hear that you've had extensive issues with receiving the wrong orders recently.
I'm terribly sorry that your experience so far has been poor. This feedback is extremely helpful as Customer service is something that we at SimpliSafe take very seriously. That being said, I can say with confidence that this is not representative of the service you can expect to receive from SimpliSafe. On top of that, I want to apologize for all the issues you've experienced with your orders thus far.
Based on your email, I did want to touch base with you to resolve any concerns you may be experiencing. I would like to set up a follow-up call with one of our experienced representatives so they can address your concerns right away.
I've put you on the callback scheduled for tomorrow at 12 noon EST. I hope that we are able to get in touch to address your concerns and get you the parts that you need and for all the inconvenience Iw ent ahead and applied to free months of monitoring to your account.
Please let us know if there's anything else we can do for you. If you require further assistance please do not hesitate to reply to this email or give us a call at 1-800-297-1605. We're open 7 days a week. Mon-Sun 9 AM-12 AM EST
Thanks,
Hazel
--------------------------------
SimpliSafe, Inc.
customer-support@simplisafe.com
1-800-297-1605
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whoaru99
1.3K Messages
4 years ago
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hmmmm
1 Message
4 years ago
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captain11
Captain
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6K Messages
4 years ago
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signalguys
72 Messages
4 years ago
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signalguys
72 Messages
4 years ago
Hello Chris,
Thank you for reaching out to us. I am very sorry to hear about the recent experience that you had while trying to obtain some adhesives for your magnets.
Valued customers such as yourself calling in unable to receive help in a timely manner is very disappointing. I have arranged for one of our supervisors to give you a call as soon as possible. I also went ahead and applied a free month of monitoring to your account. Again, I apologize for any inconvenience that that this may have caused for you.
If you have any more questions, please write back to us or give us a call at 1-888-910-1215. We're open from 8 am to Midnight, EST, seven days a week.
Best Regards,
James
Email Support Representative
294 Washington Street, 9th FL
Boston, MA 02108
(1-888-910-1215)
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signalguys
72 Messages
4 years ago
She tells me that I will have to make use of the sensor adhesive tape I have received as best I can. I'm to cut them to size and double them up if needed. When I explain that I should not have to jerry-rig a incorrect part and that the sensor adhesive tape is not as strong as the sensor magnet adhesive tape she has no answer for me.
She then refunds the order. So, this is how SimpliSafe supports their products and helps the customer? You now have to figure out the solution for yourself.
She told me that SimpliSafe has opened a new facility and they will be better and faster at responding to customer needs, just don't try to order sensor magnet adhesive tape I guess.
I was told that SimpliSafe is aware of all the comments from all the frustrated customers and they will now be addressing them all.
Ya. Right.
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coltmaster1
2.8K Messages
4 years ago
"This feedback is extremely helpful as Customer service is something that we at SimpliSafe take very seriously. That being said, I can say with confidence that this is not representative of the service you can expect to receive from SimpliSafe."
and...
"Valued customers such as yourself calling in unable to receive help in a timely manner is very disappointing."
More LOL's.
I know the reps are obligated to say these things, but we all know that SS as a whole isn't taking anything seriously when it comes to customer dissatisfaction. It's kind of sad really, because eventually, it's going to hit them where it hurts.
Signalguys, really, just order online at Amazon or if you have a Walmart, Target, hardware store nearby, go get what you need. Cutting them is pretty easy as long as you have a good pair of sharp scissors or a box cutter. I understand it's the principle of the thing, but SS obviously doesn't care. Let's see how long they keep these for purchase on the site, lol, if indeed they are not really for purchase anymore.
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whoaru99
1.3K Messages
4 years ago
I get your frustration, it's advertised. OTOH, it's just commonly-available foam tape so stop whinging and go git'er done.
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